Team Leader – Operations

American Express

Team Leader coaching American Express banking customer-care teams. Managing servicing channels, performance, compliance and customer experience in a hybrid Gurugram operation.

Posted 8/20/2026full-timeGurugram • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching capabilities in managing customer care teams, with a focus on performance management, compliance, and customer experience. Proven ability to drive results in the banking industry while fostering a diverse and inclusive team environment.

Highest-signal resume keywords

Customer Care LeadershipCoaching and DevelopmentBanking Product KnowledgePerformance ManagementDigital Servicing Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Performance ReviewsGoal SettingCompliance ManagementNegotiation SkillsCustomer ResolutionAdaptability to New SystemsInterpersonal Communication

Soft Skills

People ManagementPersonal AccountabilityTeam EngagementCritical Decision-Making

Industry Keywords

Financial ServicesBanking IndustryCall Center OperationsCustomer ExperienceDiversity and Inclusion

About the role

Key responsibilities & impact

Lead a team of Customer Care Professionals servicing financial services and banking products
Manage multiple servicing channels
Manage performance for direct reports, including daily coaching, goal setting, development planning and performance reviews
Monitor customer servicing calls and chats to ensure a flawless customer experience
Manage colleague engagement and belonging
Meet compliance and governance requirements for all processes and policies
Build a diverse and inclusive team while maintaining colleague engagement and morale
Provide consistent coaching and feedback to help colleagues maximize performance
Make decisions in critical day-to-day situations
Work flexible schedules based on business need

Requirements

What you’ll need

Previous experience leading and/or coaching customer care professionals required
Call Center leadership experience with strong banking product and operations knowledge/experience highly preferred
Excellent coaching and negotiation skills
Strong people management and leadership skills
Personal accountability
Proven interpersonal skills and the ability to communicate at all levels
Proven ability to drive results and sustained performance in efficiency, compliance, value generation (on product growth) and customer first resolution
Proficient in Digital Servicing
Ability to adapt quickly to new systems and processes
Demonstrated ability to champion and collaborate on customer issues while balancing enterprise strategy
Previous knowledge of the Banking Industry preferred
Employment eligibility to work with American Express in the Philippines is required; the company will not pursue visa sponsorship for these positions
Internal applicants must fulfill time-in-current-role requirements: Band 28: 12 months; Band 30: 18 months
Internal applicants must not be under any type of corrective actions
Role may be subject to additional background verification checks

Benefits

Comp & perks

Competitive base salaries
Bonus incentives
Support for financial well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities